Customer Service
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Problems with JetBlue’s Customer Bill of Rights
There were mixed reactions when JetBlue introduced its Customer Bill of Rights after the Valentine’s Day problems earlier this year. Some thought…
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Maritz Drops Yet Another Airline Customer Service Survey
I know I’ve written about this in the past, but I continue to be amazed at the insanely large number of airline…
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US Airways Hints at Changes to Come
You may have seen this press release a couple of weeks ago from US Airways. After announcing some pretty impressive first quarter…
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US Airways On the Clock
Is there an echo in here? Once again, an airline is under fire for poor performance. I swear, I don’t understand why…
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Why Calling an Airline Sucks
I really haven’t gotten very cranky lately, but an experience this weekend put me back in the cranky mood. My girlfriend and…
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Controllable Irregularity – Defined and Legit
Good news for JetBlue fliers, I think. The mystery surrounding “Controllable Irregularity” has now officially been solved. Thanks to Flight Wisdom for…
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JetBlue, Round 2
So, did I miss anything over the long weekend? From the looks of JetBlue CEO David Neeleman’s face on news shows this…
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Why I’m Against a Passenger Bill of Rights
That title is likely to make me pretty unpopular with a lot of people, but it’s my stance. I’ve mentioned it before,…
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Airline Anger Rising Once Again
It always comes in waves. Back before 9/11, air traffic had hit record high levels and airports were starting to feel the…
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Inconsistency – Why People Hate Airlines
People absolutely love to hate airlines, but why is it that some airlines anger people a lot more than others? I always…